Epicor Service Management

Inspiring better customer service with the right technology.

EpicorService ManagementEpicor Service Management optimizes customer service with timely response to customer requests and puts knowledge in the hands of customer service personnel. Epicor understands that customers want rapid response service. From initial contact with the customer regarding an incident, to in the field operations, to processing returns quickly and efficiently, Epicor Service Management provides the visibility and accountability your business needs.

Supply Chain Management

Sales Management

Customer RelationshipManagement

Service Management

Human CapitalManagement

Product Data Management

Project Management

Financial Management

Production Management

Planning and Scheduling

• Field Service

• Contract Management

• Maintenance Management

• Returned Material Authorization

• Mobile Field Service

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Contract ManagementEpicor Contract Management used in conjunction with Epicor Field Service ensures the timely and accurate execution of service contracts. Additionally, this solution holds the historical activities against the contract to better meet customer expectations.

Service ContractsEstablish service contracts for specific products, customers, and service level agreements. Each contract has an expiration date that is automatically tracked, reducing manual look-up when a customer calls. Tracking of serialized parts within service contracts is included.

Service Call Center WorkbenchAdd or update service orders, schedule service orders, execute purchase and material planning, and warranty and service contract management. The service call center workbench also allows drill-down into all associated transactions.

WarrantiesAutomatically activate warranties, associated with a part or product group upon shipment of a part. When a repair is needed, quickly determine if the problem is still covered under warranty or if it requires a billable service call.

Service-Level AgreementsGenerate service-level agreements with automatic billing options.

Field ServiceEpicor Field Service is designed for people who install, repair, or service offsite or at the plant or depot. You can centralize all processes related to the dispatching of technicians and cost reporting of service calls in the field. This application supports drop shipment of service parts directly to the customer site. The application is set up for a single interface, so a dispatcher can track all stages of each service call with just a few mouse clicks.

Inventory AllocationsAllocate inventory from the field as it is needed. Demand is created and all inventory management rules are applied.

Service Call Center WorkbenchAdd or update service orders, schedule service orders, execute purchase and material planning, and warranty and service contract management. The service call center workbench also allows drill-down into all associated transactions.

Labor ChargesAfter completion of a job, labor hours and service types are entered into the service call ticket. Depending on how the service call was set up, those charges may be absorbed into the service contract or automatically invoiced to the customer.

Material ChargesAs materials are used in the field, they can be entered into the service ticket as incurred costs against the service call. If the costs are billable, the customer is automatically invoiced.

Time and Material BillingEasily access online time and material cost data and generate an invoice.

Give customers fast and effective service with access to detailed information about service contracts and warranties.

Centralize service call processing with the Service Call Center Workbench.

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Tracking Service InventoryPerform inventory mass issues to a specific job or repair to quickly relieve inventory of all parts used. If stock is allocated to the field engineer and consumed as needed, stocking locations can be set up and tied to the specific engineer.

ReturnsHandle inventory or warranty returns with a simple transaction.

Cost-Of-ServiceAccess reports providing overall numbers, as well as detailed information on individual contracts and warranties to know whether you are making or losing money.

Automated DispatchingAutomatically dispatch technician and field engineer resources based on availability. If Advanced Planning and Scheduling is deployed, they can be dispatched based on resource capability. You can print a dispatch report, along with individual service tickets, to provide documentation for technicians to take to each job site.

Mobile Field ServiceMobile Field Service is an enterprise mobility solution for field service providers incorporating comprehensive field service functionality and full data synchronization in an easy-to-use, workflow-based mobile application for wireless mobile devices, smartphones, and tablets. This comprehensive solution enables you to:

• Receive, process, and update rosters of work orders in the field

• Track labor, inventory, materials, and equipment in a configurable workflow

• Incorporate operational health and safety (OH&S), quality assurance (QA), customer approval and other checkpoints as desired, using a simple graphical configuration tool

• Update work order status in ‘real time’ from the field

• Operate online or offline on a local SQL Server database

Epicor ERP has the ability to manage work order allocation and scheduling. With Mobile Field Service, your resources in the field and in Epicor ERP will collaborate more productively, be more responsive to customer needs, and provide superior levels of service.

Case ManagementEpicor Case Management is fully integrated with Field Service for easy access to dispatching field activities and providing field service representatives access to online knowledgebases, existing customer field service calls, warranty information, and service contracts.

Contact ManagementManage and record all customer interactions for enterprise— wide visibility of customer satisfaction. Link contacts related to a case for easy review of complete case history.

Mobile Field Service provides “in the field” access to enterprise information for improved service.

Shorten service response time by collecting detailed product problem information and using the integrated features to initiate requests to the appropriate resource.

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CommunicationManage and document communication between customer service or field service and the customer for enterprise-wide visibility of customer case and resolution.

TraceabilityLink documents and communication events such as e–mails to cases and calls.

Social ServiceEpicor Social Enterprise brings together contributions from across the organization and the value chain. This information can be collected in a single location with or without the user needing to interact with the ERP. Recommendation or endorsement of content supports the creation of knowledge bases and reusable content that can be referenced easily using powerful search capabilities.

Issue resolution or Frequently Asked Questions (FAQs) can be linked to a specific service job, or asset or serial number for the life of the object.

Returned Material AuthorizationEnhanced return processing offers enterprise-wide tracking of pending returns and disposition of these parts by unique RMA number. Enter information about returns, and transfer that information to the different groups that may need to take action (e.g., inspection, billing and order processing). Armed with full notes capabilities and document management functionality, tracking the steps of a returned part for requirements certifications is inherent in the system.

Unique RMA NumberAutomatically generate a unique RMA number that can be submitted to the customer for tracking parts as they are received.

Non-Nettable BinsUse non-nettable bins to keep parts undergoing inspection or review out of current on-hand quantities.

RMA DispositionTrack and cost the disposal of returned products in RMA disposition.

Credit RequestAutomatically generate a credit request based on disposition of a returned product.

Returning Serialized PartsTrack returned serialized parts from the moment they come into the plant through quality disposition.

NotesUse detailed notes capabilities for closely tracking activity using date and user ID stamping.

Reason CodesAssign user-defined RMA reason codes for return analysis.

Cost Of ReturnsManage cost of returned products by linking to the original order shipped and accessing the cost of the shipment.

Quality Assurance Epicor Service Management works alongside Epicor Quality Assurance to provide visibility within the quality assurance inspection queue, send product to the material review board (MRB), and link to corrective actions.

Maintenance ManagementAn effective enterprise maintenance management solution for monitoring and managing the deployment, performance, and maintenance of company assets may be the single most important tool for preventing operational surprises. Epicor Maintenance Management enables manufacturers, distributors, and services organizations to save time and money by optimizing maintenance resources, improving equipment up-time and maintenance staff productivity.

Maintenance Management provides companies with a comprehensive toolset for production and facilities equipment maintenance that is critical for running their business. It has been designed to address maintenance request processing, planned preventative maintenance (according to predefined schedules), and ad hoc break/fix maintenance processing for a single piece of equipment.

Initiate and track RMAs for customer returns and track reasons for rejected items.

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Facilities and production equipment can be scheduled for maintenance based on a pre-defined service interval, based on usage, time or via manual requests. This can include internal capital equipment, tools, gauges and fixtures, such as air conditioning units, forklifts, shelving, and shop floor tools. Once a preventative or regular maintenance work order is established, the maintenance planner can schedule equipment down time, and trades resources and materials as needed. When maintenance has been performed on equipment, the tradesperson workers can record their hours spent, any materials used, and closing remarks as to the extent of the repair or service. The Maintenance Management module maintains all equipment, material, and work histories as a result.

Equipment MaintenanceClosely track each piece of equipment for maintenance purposes with appropriate serial number, in service date, equipment location, warranty expiration date, and preventative maintenance plans. Use Equipment Maintenance to define equipment records for use within the Maintenance Management module. You can establish records for each tool or piece of capital equipment you maintain and which you track for maintenance purposes.

Parent Child EquipmentManage complex equipment more closely by breaking the equipment down to the component level for targeted preventative maintenance and better maintenance history analysis.

Maintenance Work Orders Create maintenance work orders automatically from templates for routine maintenance (e.g., oil changes, filter replacements, belt changes), eliminating manual input.

Maintenance Request ManagementFor unscheduled maintenance, a request system is available for anyone to request maintenance on equipment.

Maintenance Request QueueRequested maintenance is monitored in a maintenance queue where it can be accepted and assigned to a maintenance tradesperson, deferred for further planning or rejected with reason.

Preventative MaintenanceSetup complete preventative maintenance work plans then. Automatically create maintenance work orders when preventative maintenance is due. Base maintenance plans on time-based or meter frequencies.

Scheduled MaintenanceInclude scheduled maintenance events, such as resource requirements, in the production schedule for better capacity planning.

Special Tools TrackingClosely manage specialized tools, including scheduling of required tools for a specific maintenance event, to ensure the tool is available to perform the required maintenance.

Issue and Resolution TrackingStandardized issue and resolutions codes assure analytics of maintenance events. Understand and make decisions more proactively regarding taking equipment “out of service” or providing employee training in standard care.

Warranty TrackingTrack the warranty information on all of your equipment, tools and vehicles. Know when your assets are still covered under warranty, length of term, and more.

Equipment Maintenance TrackerReview online equipment for maintenance, including status and historical meter readings.

Work Order Request TrackerReview request status online.

Maintenance Work Order TrackerOnline view of maintenance work orders including work order status and details, tradespersonman notes, cost details, and completion details.

Gage Calibration PlansIn conjunction with Enhanced Quality Assurance, calibration test plans can be tied to equipment and executed to track results of tests.

Repair HistoriesProduce complete repair histories for each repair for equipment, including parts and labor cost.

Maintenance technicians record events and resolution at the point of work.

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ReportingStandardized reports such as the Maintenance Work Order Request Report, Maintenance Work Order Report, and Equipment List help maintenance trades and management men organize and communicate maintenance events and review histories.

About EpicorEpicor Software Corporation is a global leader delivering business software solutions to the manufacturing, distribution, retail, and service industries. With more than 40 years of experience, Epicor has more than 20,000 customers in over 150 countries. Epicor solutions enable companies to drive increased efficiency and improve profitability. With a history of innovation, industry expertise and passion for excellence, Epicor inspires customers to build lasting competitive advantage. Epicor provides the single point of accountability that local, regional, and global businesses demand. For more information, visit www.epicor.com.

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Contact us for more information on Epicor Products and Services

The contents of this document are for informational purposes only and are subject to change without notice. Epicor Software Corporation makes no guarantee, representations or warranties with regard to the enclosed information and specifically disclaims, to the full extent of the law, any applicable implied warranties, such as fitness for a particular purpose, merchantability, satisfactory quality or reasonable skill and care. This document and its contents, including the viewpoints, dates and functional content expressed herein are believed to be accurate as of its date of publication, April 2014. The usage of any Epicor software shall be pursuant to the applicable end user license agreement and the performance of any consulting services by Epicor personnel shall be pursuant to applicable standard services terms and conditions. Usage of the solution(s) described in this document with other Epicor software or third party products may require the purchase of licenses for such other products. Epicor, Business Inspired, and the Epicor logo are registered trademarks or trademarks of Epicor Software Corporation, registered in the United States and certain other countries. Microsoft and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Apple, iPad, and iPod are either registered trademarks or trademarks of Apple Inc., registered in the United States and other countries. Google is a trademark of Google Inc. in the United States and/or other countries. Magento is either a registered trademark or a trademark of Magento (a division of X.commerce, Inc.), registered in the United States and other countries. All other trademarks mentioned are the property of their respective owners. Copyright © 2014 Epicor Software Corporation. All rights reserved.

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